Complaints

This profile includes complaints for Comenity Bank's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Comenity Bank has 121 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Comenity Bank

  3095 Loyalty Cir Bldg A Columbus, OH 43219-3673

  
• 

  Comenity Bank

  PO Box 337006 Denver, CO 80233-7006

• 

  Comenity Bank

  720 Fifth Ave 8th Floor New York, NY 10019

• 

  Goodys

  8221 US Highway 51 N Millington, TN 38053-1707

• 

  Comenity Bank

  PO Box 182125 Columbus, OH 43218

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/28/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received an alert from my credit monitoring subscription that my Ulta Beauty store credit card account was delinquent. Having had this card for many years and having automatic payments set up all of these years, I was confused. I get into my account on the ********************/Bread website to find that my $4.53 that I charged to my credit card Feb 1st was not paid through my auto payments. I click into my secure messages to find a notification from Comenity dated Jan 20th that they are no longer supporting automatic payments in the way that they were before (no extra details were added). I was not notified via text or email of this change and low and behold, two months later I have now been charged the following on a $4.53 original charge:-$30.53 in late fees -$4 in interest -Delinquent notice for non payment submitted to the credit bureau resulting in my score falling 60 points and I have a derogatory **** (my only one) on my credit report.I tried calling the number to settle this over the phone thru ************ and the line is completely down and does not ring. I then resorted to sending a secure message through the credit card dashboard and it looks like it was processed, but then received an email just now stating "It looks like you tried to send us a message through ********************** Unfortunately, a technical glitch occurred and we did not receive your message.Please sign in to ********************* and try again."I really need a representatives help to get to the bottom of this.

  

  Business Response

  Date: 03/28/2025

  We are Comenity Bank and Comenity ************. We received the correspondence you sent to the Better Business Bureau and appreciate you taking the time to let us know you have concerns. Once our investigation is complete we will mail a response letter directly to you that contains our findings.

  Customer Answer

  Date: 03/28/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23128274
  
  I am rejecting this response because: 

  The customer representative that contacted me today immediately after I submitted this complaint only called to collect the FULL balance on my account and did not acknowledge this complaint in any capacity! They mentioned they would remove the two late fees, but I would have to pay the original balance + interest + they would not help me remove me in trying to get the late payments removed from my credit report. I was then instructed to call ************ to speak with a supervisor that "works with the Comenity credit bureau". Only to get a hold of them and was told that they would not in fact be able to get in touch with the global disputes team through Comenity, as they can only be contacted via email. She said she could not email them because this was not a Comenity Bank issue, but an issue in me not paying my $4.53 for two months. Since it was a "personal issue" I was instructed to either A) send a secure message through the Dashboard (tried this already and theyre experiencing technical glitches) or B) mail that specific team a dispute letter (lol). As a last ditch effort, she gave me an additional number for the "payment solutions" team at ************ (ext 4777). She said there was no guarantee that they would be able to help me either though. So this is where we are at. 

  Again, I only received one communication abruptly on January 20th that my automatic payments were going to be turned off and that I would have to re-enroll again BECAUSE OF COMENITY BANK. I COULD have gotten a call/voicemail, an email (other than my scheduled monthly statement balance with NO indicator in the email body that the account was becoming delinquent), SOMETHING. Its very ironic that when they called to collect payment, they asked if they could use the payment that I previously used for my automatic payments (and the same account that I've been using). An account that they ALREADY had authorization to use, but decided to charge me interest fees and late fees over the last few months. 

  Now I am left cleaning this up and Comenity wont allow BBB to help me? Be so for real. I cannot wait to cancel this card after having it for over a decade and spending thousands annually. I am done.
  
  Regards,
  
  ****** ******

• Initial Complaint

  Date:03/28/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 2/18/25 I submitted a balance transfer from Discover to pay off my Arhous (archarge) Comenity Charge Card that was due by March9th. The check was mailed to Arhous Coporate directly. Arhous contacted me and told me that they received the check and that they were going to shred it because it landed in the wrong location. I submitted another balance transfer right away from Discover and it was processed on 3/12/25. Comenity Bank received it and it was processed correctly. In the time that this all happened, Comenity Bank charged me 2,273.59 in interest charge because they didn't receive the payment on the the due date. I submitted proof that the first check was sent on time but there was a mistake in processing it and they continue to say that I owe the interest charge. This is thousands of dollars in interest for me being late a few days. This doesn't seem fair, especially since I have proof that I tried to pay on time but there was an issue. I paid the interest charge to avoid future charges but I would like the money for the interest back. attached is proof that the check was processed on February 24th.

  

  Business Response

  Date: 03/28/2025

  We are Comenity Bank and Comenity Capital Bank. We received the correspondence you sent to the Better Business Bureau and appreciate you taking the time to let us know you have concerns. Once our investigation is complete we will mail a response letter directly to you that contains our findings.

• Initial Complaint

  Date:03/28/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased an item at Kay Jewelers using my Kay’s Comenity Credit Card. I paid off the credit card and then ended up returning the item. Comenity owes me $1.610.74. I have requested this in multiple occasions and they keep giving me the run around.

  

  Business Response

  Date: 03/28/2025

  We are Comenity Bank and Comenity Capital Bank. We received the correspondence you sent to the Better Business Bureau and appreciate you taking the time to let us know you have concerns. Once our investigation is complete we will mail a response letter directly to you that contains our findings.

  Customer Answer

  Date: 04/08/2025

  They still owe us $1610.74.

  
  
  Regards,
  
  
  
  **** *****

• Initial Complaint

  Date:03/27/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a computer from Dell with a 12-month no-interest option.
  I set up the autopayments, and all was good till they decided to change banks a few months in.
  I got an email about this saying to set up the new account for auto pay and I did so.
  In that email, it said I would need to make manual payments for 1 to 2 payments before the auto pay would kick in, so I did for 2 months.
  
  I thought everything was fine. Fast forward to the end of the payments, when I thought I was done, I went in and looked, and to my surprise, I was hit with $600 or so of interest, so I called them to see what happened, and they told me I did not pay all the payments in time. So I did some looking, and it turns out that their auto-pay did not trigger after the 2 manual payments I made it had skipped one payment.
  
  So I had them open a case to look into it and was awaiting the results. Over time, I had called for updates several times and got the runaround that it was still in dispute and id get contacted when it was done.
  
  So I waited longer, then called a few more times, same answer.
  
  I had forgotten about this till today, I got an email and a letter in the mail from another company now claiming to own the account and that I need to pay them.
  
  I have paid them $10 over my original total, and now they say I owe them a little over $1100

  

  Business Response

  Date: 03/28/2025

  We are Comenity Bank and Comenity ************. We received the correspondence you sent to the Better Business Bureau and appreciate you taking the time to let us know you have concerns. Once our investigation is complete we will mail a response letter directly to you that contains our findings.

  Customer Answer

  Date: 04/22/2025

  From: ****** ******* <*************************************************>
  Date: Thu, Apr 17, 2025 at 6:43 PM
  Subject: complaint ID ********
  To: <**********************************************************************************************>
  
  
  
  
   ID ********
  
  
  Please see the attached images below. 
  I am NOT in agreement with Comenity Bank.
  Looking at what ***** **** sent me proves my point that they are at fault.
  She says "image.png".
  My auto-pay was set up on October 12, and based on the directions I was given in the attached Image at the bottom in yellow says "image.png"
  So I called and made the 2 Payments as she shows here "image.png".
  Now, at this point, the December autopayment should have been in effect for December 20, 2023.
  This was apparently not the case, as I found out in May of 2024. If this had auto-paid like it should have, my payments would have been paid in full, and I should have had a credit on the account of $9.79 as of May 20, 2024. 
  
  
  ***** goes on to say,"
  image.png"
  Interestingly enough, I have no emails from Comenity ************ ever that I'm able to find; I have all the **** ones before Comenity, and even one from Midland Credit Management. Before my account was deleted from **** and Comenity, I never saw any interest or late fees till May of 2024 when I noticed I had made another payment after the last payment date.
  
  
  Thanks, 
  ******

• Initial Complaint

  Date:03/27/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Assessed multiple late fees. I paid the January bill in full, payment was sent from my bank on 1/7/25 for a 1/18/25 due date. It was accepted on 1/21/25 and I was assessed a $30 late fee. I have been assessed late fees prior to this as they are slow to accept the payment. I didn't realize I had a late fee until the next statement came out. I asked and was told the late fee would be waived when I called customer service on 2/11/25. I asked at that time they waive the fee and close my account. I was tired of being charged late fees for an account that took so long to pay from time payment was sent to them acknowledging payment. The time seemed to take longer each time I paid, so I would be hit with a late fee. I called again on 2/25/25 when I got a message of another late fee for missing the payment of the January late fee. I thought from my previous call that it was being waived and the account closed. They closed the account and now said they can't waive the fee and I will keep getting assessed late fees and interest until I pay the late fee balance. All purchases I made have been paid for. Only balance is for assessed late fees and interest on those late fees. Latest balance is $104. I would like to have the late fees removed and account closed as originally requested and told they would do back in January. I would also like them to remove the late pay from my credit reports too.

  

  Business Response

  Date: 03/27/2025

  We are Comenity Bank and Comenity ************. We received the correspondence you sent to the Better Business Bureau and appreciate you taking the time to let us know you have concerns. Once our investigation is complete we will mail a response letter directly to you that contains our findings.

  Customer Answer

  Date: 04/15/2025

  
  
  ******* ******
  Attachments
  3:28 PM (16 minutes ago)
  to me
  
  
  Document attached.

• Initial Complaint

  Date:03/26/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This was a travel purchase (airport parking), which the terms of this credit card's rewards program states 3% cash back on travel purchases. Comenity Bank only issued 1% cash back claiming the merchant coded it incorrectly. I asked them to override on their end to fix the issue and issue the correct cash back and they are continuing to refuse to do so.
  
  Saturday, February 8, 2025
  312-453-1600, MD
  Item Qty. Price
  THEPARKINGSPOT-ECW500 1 $28.26
  Total
  $28.26

  

  Business Response

  Date: 03/27/2025

  We are Comenity Bank and Comenity ************. We received the correspondence you sent to the Better Business Bureau and appreciate you taking the time to let us know you have concerns. Once our investigation is complete we will mail a response letter directly to you that contains our findings.

  Customer Answer

  Date: 04/07/2025

  Greetings,

  Please reopen this complaint, as far as I know the business has yet to contact me directly as I was instructed would happen.  If this complaint must remain closed it should be closed as unresolved/no response from the business and unsatisfactory.

  Thanks,

  ******

  Customer Answer

  Date: 05/08/2025

  From: ****** ***** <**********************************>
  Date: Thu, May 8, 2025 at 12:16 PM
  Subject: Re: You have a new message from the BBB of ************ in regards to your complaint #********.
  To: Better Business Bureau <**********************************************************************************************>
  
  
  
  
  Hello BBB,
  
  
  Here is a copy of the letter I received from Comenity Bank.  I am still dissatisfied with their response because their company representative did not provide any method to reach out to them and discuss this issue further. I still maintain that airport parking is a travel expense and the expense was improperly coded. Subsequent attempts to contact the company's general customer service team has been unfruitful so we can close this case as unsatisfactory unless you feel it's worth reaching to them again.
  
  
  Thanks,
  ******
  

• Initial Complaint

  Date:03/26/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Failed to issues refund from item i never received, was told refund would be issued within 3 weeks and i waited till almost 8 weeks before submitting this.

  

  Business Response

  Date: 03/27/2025

  We are Comenity Bank and Comenity Capital Bank. We received the correspondence you sent to the Better Business Bureau and appreciate you taking the time to let us know you have concerns. Once our investigation is complete we will mail a response letter directly to you that contains our findings.

• Initial Complaint

  Date:03/26/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have an Ulta Beauty Credit Card. My interest rate has not changed but my interest amount in dollars has gone up compared to paying the bill down. For example in Feb/Mar I paid 41 dollars in interstate on 1800 dollars. This month my interest is 45 dollars on 1700 dollars. That does not make sense if the interest rate is 30%. How many times have I been scammed like this? How is this legal? Please investigate. Again my interest rate did not change per the operator I spoke to and my bill. And I owed over 1800 last month while I owe 1700 this month.

  

  Business Response

  Date: 03/26/2025

  We are Comenity Bank and Comenity Capital Bank. We received the correspondence you sent to the Better Business Bureau and appreciate you taking the time to let us know you have concerns. Once our investigation is complete we will mail a response letter directly to you that contains our findings.

• Initial Complaint

  Date:03/25/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  3/25/2025 I received my Kay Jewelers statement and noticed a fee of $2.99 if you didn't choose paperless billing. I was on the phone several hours and was told as long as you had a balance you would have this charge which is ridiculous. the customer service agents were not helpful and I spoke to several. I went online and couldn't access my account because it kept saying info didn't match. and after paying off the first item I purchased they had the nerve to send me a $3.00 finance charge when there was no balance. this company is using tactics to charge unnecessary fees.

  

  Business Response

  Date: 03/26/2025

  We are Comenity Bank and Comenity Capital Bank. We received the correspondence you sent to the Better Business Bureau and appreciate you taking the time to let us know you have concerns. Once our investigation is complete we will mail a response letter directly to you that contains our findings.

• Initial Complaint

  Date:03/25/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Placed an order through the credit card I have with AAA Daily ************** Signature credit card through comenity on 12/18/2024 for $193.94 at ***** Stores***************, but never received the item. The merchant told me to dispute it with the credit card company. Put in my first dispute a week later only for the dispute to be closed pending more information when I sent them all of the supporting documents plus a police report. Re-opened the dispute again for it to be closed again for the same reason. I have call in and spoke to customer service **** who told me to message, even though I've told them I've message multiple times in which the response was to call in. No one seems to know how to help me and continue to tell me to write in. This feels like theft and I've done everything I can but they won't help me. No one can tell me what more information they need me to submit. I haven't received the item and shouldn't have to pay for an item I didn't get.

  

  Business Response

  Date: 03/26/2025

  We are Comenity Bank and Comenity ************. We received the correspondence you sent to the Better Business Bureau and appreciate you taking the time to let us know you have concerns. Once our investigation is complete we will mail a response letter directly to you that contains our findings.

  Customer Answer

  Date: 03/26/2025

  
  
  '****** ****' via Dispute Resolution - Shared Inbox <**********************************************************************************************>
  Attachments
  10:10 AM (2 minutes ago)
  to disputeresolution
  
  
  I am not in agreement with Comenity Bank regarding the charge of $193.94 made on 12/18/2024 to ***** Stores*************** through my AAA Daily ************** Signature credit card. I never received the item I ordered, and after contacting the merchant, I was instructed to dispute the charge with the credit card issuer.
  
  
  I submitted my initial dispute on January 2, 2025 after exhausting all other means with the vendor and the shipping vendor, along with all supporting documentationincluding a police report (attaching to this email). The dispute was closed with a request for more information, though I had already provided all relevant evidence. I reopened the dispute, only to have it closed again for the same reason, without any clarification on what additional information was needed.
  
  
  Despite multiple calls and messages to customer service, I have not been given any clear guidance or resolution. Representatives repeatedly direct me to either call or write in, but no one seems able to assist or explain what more is required of me.
  
  
  I did not receive the product, and I should not be held responsible for paying for an item that was never received. I have made every effort to resolve this matter in good faith, and I believe the current handling of my dispute is unfair and unjust.
  
  
  I never received the second letter that Comenity sent out on 02/21/2025 as state in their message to me.